Assistant Director of Resident & Guest Services

Residential Life, a department within the division of Student Affairs, provides a world-class housing experience by engaging students within an innovative and educational environment that supports best on-campus housing practices and promotes student success.

Summary
The Assistant Director of Resident & Guest Services provides leadership and direction in resident and guest service functions of the department, including the Camps & Conference business line, which engages 7,950 per summer, as well as front desk operations that support approximately 7,000 students during the academic year. The Assistant Director supervises 4 full-time and indirectly supervises 100 student staff members throughout different times of the calendar year.

Essential Functions
Camps & Conferences

• Serve as the decision-maker for all items related to Camps & Conferences, including developing the contract and determining rates and charge adjustments.
• Lead and develop the strategic vision and direction of all aspects of camps/conference programming. This includes developing the strategic method to scheduling and contracting organizations and groups to come to campus; issuing contracts and negotiations of the bid proposals; coordinating guest and conference housekeeping arrangements with Building Services and building usage; reviewing, editing and executing billing.
• Develop student staff hiring and training processes that meet Residential Life and Student Affairs hiring standards and practices, as well as train professional staff members who assist with camps and conferences during the summer.
• Ensure camps/conference groups meet affiliation requirements, as well as follow the Youth Protection Policy/Protection of Minors requirements.
• Develop the Camps & Conferences student staff hiring timeline to ensure adequate staffing for the summer.
• Serve on an on-call rotation for escalated issues and calls during summer camps & conference operations.
• Market to campus and outside groups for new and continued business. Represent MU at national trade shows. Respond to requests for proposals (RFPs). Develop/review and approve advertising needs to support the growth of summer camps and conference business.
• Oversee the budget and strategic initiatives to meet revenue goals for Camps & Conferences, as well as desk operations.
• Oversee the department's guest apartment process. Review and finalize reservation requests. Communicate reservations to hall and Building Services staff who need to know when someone is staying in a guest apartment. Ensure student staff complete inspections after the guest checks out. Submit service requests for any maintenance needed, and request apartment cleaning/laundry as needed.

Desk Operations

• Manage desk operations for 23+ residence halls. Provide direction for up to four full-time staff directly responsible for the front desk, and indirectly supervise 100 student staff members.
• Develop and execute procedures and policies as needed to provide essential front-desk services, such as mail/package delivery, lock-out assistance, equipment check-out, room moves and check-in, -out processes.
• Work with outside agencies, such as mail operations and delivery services, to establish standards and procedures for such services.
• Lead, mentor and manage in a positive and professional manner to promote high morale, productivity and job satisfaction, while encouraging an educational work environment. Develop competent and motivated employees through direct or indirect training, effective supervision and performance management, including providing continual feedback and conducting performance reviews, recommending wage and salary changes and/or promotions or transfers, delegating authority and taking necessary corrective and disciplinary actions. Review/approve time-off requests for direct reports. Evaluate operations and units' capability in terms of adequate staffing to ensure customer service, safety and other standards can be met, as well as the ongoing availability of vital services.
• Create, implement and evaluate the desk operations student development plan, according to Residential Life, Student Affairs and university guidelines.
• Develop the desk operations student staff hiring timeline to ensure adequate staffing for the academic year. Recruit and hire staff as well as develop the training program including competencies and skills needed to execute the camps & conference positions.

Additional

• Serve as a member of door access on-call rotation for escalated calls.
• Serve as a key member of the room inspection process, including, but not limited to, developing procedures and reports. Hire and train student staff members to complete room inspections when a resident moves out of their assigned space.
• Serve as a point of instruction for not-enrolled procedures. Work with other Residential Life staff to identify and reconcile discrepancies.
• Continually evaluate current business procedures as practices and processes develop or change. Design or update business procedures as needed.
• Attend all meetings and training as required.

As with all positions, involvement with other duties and responsibilities is expected in order to serve and maintain our departmental and Student Affairs mission.

Average number of hours per week: 40, 8 a.m. to 5 p.m. Monday through Friday

This position may require evening and weekend hours supporting activities and programs within the department. Occasionally division and campus projects may require additional hours outside of your normal schedule.

A Bachelor's degree or an equivalent combination of education and experience and at least 5 years of experience from which comparable knowledge and skills can be acquired is necessary.

• Bachelor's degree with a focus in Business, public or health administration, college personnel or related field
• Prior experience with housing management systems and database manipulation
• 1 year of supervisory experience
• Familiarity with Microsoft Windows and Microsoft Office
• Strong organizational and documentation skills
• Ability to communicate clearly with a variety of stakeholders (professional staff, student staff, students, families, campus partners, etc.)
• Ability to learn technical aspects of the position and willing to maintain awareness as technological changes occur

Range: $58,573-$85,000 per year
Grade: GGS-11
University Title: SENIOR ASSISTANT DIRECTOR STUDENT SUPPORT SERVICES

Internal applicants can determine their university title by accessing the Talent Profile tile in myHR.

Submit a completed application, cover letter, contact information for three (3) professional references (including at least one supervisor) and resume.

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/totalrewards/benefits.

Values Commitment

We value the uniqueness of every individual and strive to ensure each person's success. Contributions from individuals with diverse backgrounds, experiences and perspectives promote intellectual pluralism and enable us to achieve the excellence that we seek in learning, research and engagement. This commitment makes our university a better place to work, learn and innovate.

In your application materials, please discuss your experiences and expertise that support these values and enrich our missions of teaching, research, and engagement.

Equal Employment Opportunity

The University of Missouri System is an Equal Opportunity Employer. Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, or protected veteran status, or any other status protected by applicable state or federal law. This policy applies to all employment decisions including, but not limited to, recruiting, hiring, training, promotions, pay practices, benefits, disciplinary actions and terminations. For more information, visit https://www.umsystem.edu/ums/hr/eeo or call the Director of Employee and Labor Relations at 573-882-2146.

To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278.